Overview

When enterprise systems go down, chaos usually follows. That is where you step in. We are looking for a sharp, adaptable Technical Support Engineer to join our team and anchor our response to major production incidents. If you thrive under pressure and enjoy bringing order to complex technical storms, this fully remote, worldwide opportunity was built for you. You will guide cross-functional teams through critical moments, keeping our operations running smoothly while minimizing business impact.

Key Responsibilities

Lead and coordinate major incident war rooms from initiation all the way through to full service restoration.
Assess incident severity, business impact, and affected services to prioritize recovery efforts accurately.
Drive a restoration first approach by actively coordinating failovers, rollbacks, rerouting, workarounds, and recovery activities.
Collaborate seamlessly with cross-functional technical teams, third party vendors, and operational stakeholders during critical events.
Deliver timely communication and executive level updates regarding incident status, recovery progress, and estimated resolution timelines.
Monitor overall incident progress to ensure swift resolution and adherence to internal service level agreements.

Requirements

Proven experience in incident management, service restoration, and stakeholder communication within large scale IT or contact center platforms.
Strong background in coordinating operational activities across enterprise environments.
Exceptional communication skills, with the ability to translate complex technical issues into clear updates for executive stakeholders.
A calm, decisive demeanor when managing high pressure situations and fast moving technical war rooms.
Availability to operate effectively in a fully remote environment with a global team.

What You'll Gain

The chance to make an immediate, highly visible impact on enterprise scale operations.
Total location independence with a fully remote position open to candidates worldwide.
Continuous professional growth working alongside talented engineers and operational leaders.